Customer Service Advisor

Job Title: Customer Service Advisor
Job level/grade: D1
Location: South Africa
Reports to (role): Team Lead

JOB PURPOSE

To manage all inbound and / or outbound customer contacts. Manage all customer queries including but not limited to, billing and rate plan queries and changes, customer retention, identify up-selling opportunities, data products (and sales), provide technical support and troubleshooting support, sales and new additional lines of service.

ACCOUNTABILITIES & DELIVERABLES

Resolves customer queries within operational and client policies and procedures
Establishes the customers’ needs to diagnose and resolve problems
Assists customers with promotional queries
Identifies and actively promotes opportunities to up-sell and recommend products and services
Uses questioning skills to make judgment on the best solution or action to resolve the customer’s query
Ensures timely and accurate resolution of customers’ problems at the first point of contact within agreed service levels, targets and objectives
Accountable for closing the customer query and ensure a resolution or feedback
Checks to ensure that appropriate changes were made to resolve customers' problems
Keeps records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Resolve customers' service or billing complaints
Promotes client products, services and solutions at all times
Process payment information if required demonstrating a high level of security and integrity
Be able to pass all training modules during new hire and ongoing campaign training

PERSON SPECIFICFATION

Essential
- Matric
- Post Matric qualification advantageous
- Clear criminal record
- English Proficiency both written and spoken
- Excellent knowledge of effective customer service processes
- Extensive understanding of the telecommunications industry
- Ability to troubleshoot and find an effective resolution to a Customers query
- Computer literacy – ability to speedily navigate multiple systems effectively
- Passion for providing excellent Customer Service
- Excellent sales through service ability with eagerness to retain a customer
- Genuine desire to help customers achieve resolution to their queries
- Attention to Detail
- Availability work shifts in a 24/7 environment (Essential)
Experience
- Minimum 2 years international call center customer service experience (Essential)
- Must have worked with Post Paid Customers

Key Behavioural and Technical Competencies

Job Competencies and Behaviours
Active Listening	Allows customer to speak and explain their situation and does not interrupt the customer. Asks relevant questions to clarify the situation and customers’ needs and responds to the customer’s questions with relevant information. Demonstrates active listening through the use of verbal nods.
Verbal Communication	Speaks fluently and delivers key points clearly; adjusts language to the needs of the audience. Uses tone and pace to demonstrate authentic warmth and friendliness.
Interpersonal Sensitivity	Demonstrates an awareness of how others feel and is empathetic towards the needs and feelings of others. Able to verbalize this.
Multi-Tasking	Accurately and efficiently performing multiple responsibilities simultaneously and/or frequently moving from one activity to another without losing focus.
Processing Speed	Quickly interpreting and then responding to information. This includes quickly understanding the meaning of information and then providing an appropriate response.
Stress Tolerance	Copes with stress and setbacks. Maintains a positive outlook. Works productively in a pressurized environment. Keeps emotions under control.
Positive Attitude	Looking for the positive side to every situation rather than focusing on the negative.
Ownership	Taking responsibility for one’s own actions and holding others accountable for theirs; assuming responsibility for a job well done; being dependable, hardworking and focused on doing whatever is necessary to get the job done; demonstrating a commitment and pride in one’s own work. Takes ownership of the customer to ensure first call resolution and customer satisfaction.
Problem Analysis	Identifies causal relationships or uses interference chains to break a large problem into manageable pieces in a systematic manner. Analyses information, integrates various sources of data and probes for further information for greater understanding of a situation.
Sales Focus	Influencing Customers’ decisions by creating an environment in which the needs of the Customer are being matched to the products and services provided by the person/organization; creating a positive impact on the Customer and persistently pursuing business. Able to identify needs through questioning and listening with a focus on sales through service methodology.
Integrity	Possessing principles and values that guide one to behave in a fair and honest manner; demonstrating sound business ethics; stepping forward and taking a stand for what is right when made aware of unethical behavior by others.
Quality Focus	Paying attention to and being able to identify small differences, mistakes or defects. This also involves being able to know when something is wrong or is likely to go wrong.
Customer Focus	Actively seeks understanding of customer needs and is dedicated to meeting their expectations and requirements. Proactively gains their trust and respect. Gives high priority to customer satisfaction.
Adaptive and Flexible	Able to adapt quickly to change, understands business change requirements and demonstrates flexibility.